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Page 86 / 94 Scroll up to view Page 81 - 85
80
10 SUPPORT
DMS-CTC-20101206-0009 v1.0
10.1 Setup Troubleshooting
Introduction
If you have trouble to install your Technicolor Gateway with the Setup CD, try the suggested solutions in this section.
The Setup CD does not start automatically
If your computer runs:
Microsoft Windows 7 and Vista:
a
Click the Windows
Start
button.
b
In the
Search programs and files
box, type the following path:
D:\Setup.exe
, where D stands for the drive letter of
your CD- or DVD-ROM drive.
c
Press ENTER.
Microsoft Windows XP:
a
Click the Windows
Start
button.
b
Click
Run
.
c
In the
Open
field, type the following path:
D:\Setup.exe
, where D stands for the drive letter of your CD- or DVD-
ROM drive.
Mac OS X:
a
On your desktop, double-click the CD icon.
b
Double-click
Menu
.
Your Technicolor Gateway has not been found
If you see this error during setup, make sure that:
The Technicolor Gateway is turned on and fully initialized.
Your computer has a valid IP address, that is any address but 0.0.0.0. For more information, consult the help of your
operating system.
No dedicated firewall device or router is placed between your computer and the Technicolor Gateway.
No personal network security software (for example firewall software) is running on your computer.
Your computer is correctly connected to the Technicolor Gateway.
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10 SUPPORT
DMS-CTC-20101206-0009 v1.0
10.2 General Technicolor Gateway Troubleshooting
None of the LEDs light up (Technicolor Gateway does not work)
Make sure that:
The Technicolor Gateway is plugged into a power socket outlet.
You are using the correct power supply for your Technicolor Gateway device.
The Technicolor Gateway is turned on via the push button or rocker switch on the back panel.
The Broadband LED does not light up or is blinking
Make sure that:
The DSL cable is correctly connected. For more information, see
“3.1 Connecting the Technicolor Gateway to your Service
Provider’s Network”
.
The DSL service is enabled on your telephone line. For more information, contact your Internet Service Provider.
The Internet LED does not light up
If you must authenticate to connect to the Internet, make sure that your user name and password are correct.
Proceed as follows:
1
Browse to the
Technicolor Gateway GUI
.
2
On the
Broadband
menu, click
Internet Services
.
3
Under
Internet
, click
View More
.
4
Check your user name
5
Re-enter your password.
6
Click
Connect
.
Technicolor Gateway unreachable
If you can not access your Technicolor Gateway via your web browser or the Setup wizard, you might consider a hardware
reset as described in
“10.5 Reset to Factory Defaults” on page 84
.
The power requirements for your Technicolor Gateway are clearly indicated on the identification label of the
Technicolor Gateway. Only use the power adaptor supplied with your Technicolor Gateway.
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82
10 SUPPORT
DMS-CTC-20101206-0009 v1.0
10.3 Wired Connection Troubleshooting
Ethernet LED does not light up
Make sure that:
The Ethernet cable is securely connected to the Ethernet port on your Technicolor Gateway and your computer.
You are using the correct cable type for your Ethernet equipment, that is at least UTP CAT5 with RJ-45 connectors.
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83
10 SUPPORT
DMS-CTC-20101206-0009 v1.0
10.4 Wireless Connection Troubleshooting
No Wireless Connectivity
Try the following:
Make sure that the wireless client adapter is enabled (message like “radio on”).
Make sure that the wireless client is configured for the correct wireless settings (Network Name, security settings).
If the signal is low or not available, try to reposition the Technicolor Gateway or (if available) redirect the antenna(s) of
the Technicolor Gateway for optimal performance.
Change the wireless channel
.
Poor Wireless Connectivity or Range
Try the following:
Check the signal strength, indicated by the wireless client manager. If the signal is low, try to reposition the Technicolor
Gateway or (if available) redirect the antenna(s) of the Technicolor Gateway for optimal performance.
Change the wireless channel
.
Use WPA(2)-PSK as encryption.
For more information, see
“5.3 Securing Your Wireless Connection” on page 39
.
Change the wireless channel
Proceed as follows:
1
Browse to the
Technicolor Gateway GUI
.
2
Under
Home Network
, click
Wireless
3
The
Wireless Access Point
page appears.
4
In the
Navigation bar
, click
Configure
.
5
Under
Configuration
, select the channel of your choice in the
Channel Selection
list.
6
Click
Apply
.
Can not connect via WPS
If you are having trouble connecting your wireless client via WPS, try to configure it manually. For more information, see
“5.2 Connecting Your Wireless Client without WPS” on page 38
.
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84
10 SUPPORT
DMS-CTC-20101206-0009 v1.0
10.5 Reset to Factory Defaults
Resetting your Technicolor Gateway
If at some point you can no longer connect to the Technicolor Gateway or you want to make a fresh install, it may be useful
to perform a reset to factory defaults.
Warning
A reset to factory default settings deletes all configuration changes you made. Therefore, after the reset a reconfiguration of
your Technicolor Gateway will be needed.
Also your wireless clients will have to be re-associated, as described in
“5 The Technicolor Gateway Wireless Access Point” on
page 35
.
Methods
You can choose between:
Resetting the Technicolor Gateway via the Technicolor Gateway GUI
Reset the Technicolor Gateway via the Reset button
Resetting the Technicolor Gateway via the Technicolor Gateway GUI
Proceed as follows:
1
Browse to the
Technicolor Gateway GUI
.
2
On the
Technicolor Gateway
menu, click
Configuration
.
3
In the
Pick a task
list, click
Reset my
Technicolor Gateway.
4
The Technicolor Gateway restores the initial configuration and restarts.
5
The Technicolor Gateway returns to the Technicolor Gateway home page (unless the IP address of your computer is not
in the same subnet as the default IP address of the Technicolor Gateway, being 192.168.1.254).
Reset the Technicolor Gateway via the Reset button
Proceed as follows:
1
Make sure the Technicolor Gateway is turned on.
2
Push the
Reset
button for 7 seconds and the release it.

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